Customer Service Representative

Customer Service Representative

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About Woodgrain :

Woodgrain is one of the top millwork operations in the world, with locations throughout the United States and Chile. With 70 years of quality manufacturing craftsmanship and service, Woodgrain is a top producer of mouldings, doors, and windows, as well as a premier distributor of specialty building products. Woodgrain Inc. is headquartered in Fruitland, Idaho with six divisions and over 45 manufacturing and warehouse facilities in the United States and South America. Since 1954, Woodgrain is proud to be family owned and operated.

Job Summary :

Reporting to the Customer Service Manager, the Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Duties & Responsibilities :

• Direct customers to online credit applications and assist as needed.
• Resolve product or quality problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution by working with internal Quality Manager.
• Input customer adjustments for credits and debits.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Contribute to team effort by accomplishing related results as needed.
• Manage large amounts of incoming calls.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods / tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Resolve customer complaints via phone, email, mail.
• Greet customers warmly and ascertain problem or reason for calling.
• Assist with placement of orders or credits.
• Advise on company product information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Work with Customer Service Manager to ensure proper customer service is being delivered.
• Perform other duties as assigned

Requirements :

Additional Skills :

Physical Demands :

This position occasionally requires long hours and occasional weekend work. The employee is expected to be able to lift and carry heavy items (up to 50 lbs) and perform physical tasks as required.

Travel :

This position does not require travel to other Woodgrain locations.

Summary of Company Benefits :

Woodgrain is an Equal Employment Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.

Woodgrain is a drug, alcohol, and tobacco-free workplace. All offers of employment are contingent upon pre-employment background and drug screening, and some positions require a fitness for duty test.